The immediate future of the contact center: AI-assisted human interactions

New Cogito survey finds 46% of consumers prefer to speak to a human agent, but are comfortable with AI-assisted human interactions. Focusing on support issues related to the Black Friday and Cyber Monday shopping weekend, the new report confirms the need for companies to balance AI and automation capabilities with human interactions to deliver strong customer experiences (CX).
“It’s validating to see consumers agree with this notion — wanting to keep the human touch in the contact center but with the agent using technology to ensure they’re delivering the best service and CX possible.”